Customer Service Excellence is a national quality mark that seeks to recognise organisations that have a truly customer-focused culture. It is also designed to promote continuous improvement.
Certification to the CSE Standard is achieved through a rigorous assessment process including reviewing and challenging documents submitted to an impartial assessor which demonstrate compliance against 57 elements of the Standard, and an on-site visit to establish whether or not an organisation meets the requirements of the scheme. The assessor spoke with scheme members, employers, and our people during the visit.
This year, not only did we receive full compliance in all elements, but we also achieved compliance plus in five areas which means we have demonstrated exceptional practice in those elements.
Our areas of compliance plus were as follows:
• We have an in-depth understanding of the characteristics of our current and potential customer groups based on recent and reliable information.
• We make particular efforts to identify hard to reach and disadvantaged groups and individuals and have developed our services in response to their specific needs.
• There is corporate commitment to putting the customer at the heart of service delivery and leaders in our organisation actively support this and advocate for customers.
• We have policies and procedures which support the right of all customers to expect excellent levels of service.
• We empower and encourage all employees to actively promote and participate in the customer focused culture of our organisation.
Joanne Webster, SYPA’s Customer Services Manager said: “It's always good to take time to celebrate our achievements and this is one we should all be proud of.”